Clarabridge’s text analytics software turns text-based customer feedback from listening posts, such as surveys, emails, social media, and call centers into information for enterprise scale Customer Experience Management (CEM) purposes. Click here to understand more about text analytics technology.
Key Benefits
This flexible and powerful technology can provide a number of significant benefits:
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Listen to all Voice of the Customer data
Customers, increasingly, communicate to and about companies and their products/services in text-based sources, but most companies cannot handle the millions and millions of open ended comments with current processes. Very often, companies overly rely on scores derived only from quantitative data and ignore the comments, or they use ad-hoc keyword search methods to attempt to manage a portion of the content.
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Identify revenue drivers and reduce costs
Textual data sources are a rich source of insight. For example, customers often make suggestions to companies on new and improved features they desire, which represent up/cross-sell opportunities. Eliminating manual coding is a quick cost reduction, but companies also find in feedback churn indicators, which if corrected quickly can be ameliorated.
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Create a universal view of the customer experience
Customer experience involves many departments across an organization, and while an individual can use text analytics for a project, its power is in the integration of all sources of customer feedback, from all pockets of the organization, into one centralized customer experience data warehouse. Each individual department can therefore leverage the insights from other departments' customer outreach.
Why Clarabridge?